Who is an assertive customer

To most effectively use this assertiveness technique use calm repetition, and say what you want and stay focused on the issue.

You'll find that there is no need to rehearse this technique, and no need to 'hype yourself up' to deal with others. This technique allows you to receive criticism comfortably, without getting anxious or defensive, and without rewarding manipulative criticism. To do this you need to acknowledge the criticism, agree that there may be some truth to what they say, but remain the judge of your choice of action.

This assertiveness technique seeks out criticism about yourself in close relationships by prompting the expression of honest, negative feelings to improve communication. To use it effectively you need to listen for critical comments, clarify your understanding of those criticisms, use the information if it will be helpful or ignore the information if it is manipulative.

This assertiveness technique lets you look more comfortably at negatives in your own behaviour or personality without feeling defensive or anxious, this also reduces your critics' hostility. You should accept your errors or faults, but not apologise.

Instead, tentatively and sympathetically agree with hostile criticism of your negative qualities. I don't always listen closely to what you have to say. When you feel that your self-respect is not in question, consider a workable compromise with the other person. You can always bargain for your material goals unless the compromise affects your personal feelings of self-respect. So what about meeting in half an hour?

Assertive behaviour is a useful communication tool. Its application is contextual and it's not appropriate to be assertive in all situations. Remember, your sudden use of assertiveness may be perceived as an act of aggression by others. When you match consumer psychology with effective communication styles you get a powerful combination. Not only does assertive communication help us express our views and achieve goals but do so without hurting or alienating others.

Assertive communication is conveying your message in a direct but accepting and respectful way. Aggressive communication, on the other hand, is speaking in a disrespectful, arrogant, and bossy way. Practice, practice, practice! You need to work on your eye contact and body language, practice controlling your voice, and communicating in a direct but non-aggressive manner. You can also take an assertiveness course and further develop your skills. One-Day Assertiveness Course.

Two-Day Assertiveness Course. Tailored Assertiveness Training. One-to-One Confidence Coaching. To ensure that the courses you attend are of the highest quality, offering the best professional tuition possible, all our Open Courses are evaluated and accredited. At the other end of the spectrum is passivity. Some people believe that the more passive you are the less likely people are to be nasty to you. The problem with this is that passivity will entice a bully to redouble their efforts at intimidation.

They will sense your discomfort, and continue to attack if they feel you are off balance or weak. Again, assertiveness is the key. Firm but cooperative language and tone is the best choice. Communicating With Customers. What Is Cooperative Communication? What is a face-saving out in customer service? Remember the power of the written word and keep your reply calm, cool and collected with these tips. Difficult negotiations can be derailed by side issues.

So you need to focus and keep the conversation focussed on one thing at a time. Sometimes, during conflict, the other person deliberately tries to take the conversation off-track. But you can prevent diversions by identifying the key issue which needs to be resolved. Other people behave badly sometimes. But there are constructive ways you can broach tricky subjects, minimise conflict and move beyond impasses.

Here are five ways to get started. Tag: assertive communication. If thoughts and feelings are not stated clearly, this can lead to individuals manipulating others into meeting their wishes and desires. Manipulation can be seen as a covert form of aggression whilst humour can also be used aggressively. See our page: Dealing with Aggression for more information. You may find that you respond differently — whether passively, assertively or aggressively — when you are communicating in different situations.

It is important to remember that any interaction is always a two-way process and therefore your reactions may differ, depending upon your relationship with the other person in the communication. You may for example find it easier to be assertive to your partner than to your boss or vice versa. However, whether it is easy or not, an assertive response is always going to be better for you and for your relationship with the other person. Our page on Assertiveness - Tips and Techniques may help you to develop the skills needed to become more assertive.

You may also find our page on Assertiveness in Specific Situations helpful. Our Communication Skills eBooks. Learn more about the key communication skills you need to be an effective communicator. Our eBooks are ideal for anyone who wants to learn about or develop their communication skills, and are full of easy-to-follow practical information and exercises.

Search SkillsYouNeed:. We'll never share your email address and you can unsubscribe at any time. Assertive behaviour includes: Being open in expressing wishes, thoughts and feelings and encouraging others to do likewise. See our page on Managing Emotions.